Documentation

OTRS ApplianceInstallation GuideBuild Date:10/14/2013

OTRS Appliance Installation Guide

Copyright 2001-2013 OTRS AGThis work is copyrighted by OTRS AG.You may copy it in whole or in part as long as the copies retain this copyright statement.UNIX is a registered trademark of X/Open Company Limited. Linux is a registered trademark of Linus Torvalds. MSDOS, Windows, Windows 95, Windows 98, Windows NT, Windows 2000, Windows XP and Windows 2003 are registeredtrademarks of Microsoft Corporation. Other trademarks and registered trademarks are: SUSE and YaST of SUSE GmbH,Red Hat and Fedora are registered trademarks of Red Hat, Inc. Mandrake is a registered trademark of MandrakeSoft,SA. Debian is a registered trademark of Software in the Public Interest, Inc. MySQL and the MySQL Logo are registeredtrademarks of MySQL AB. Oracle VM VirtualBox is a registered trademark of Oracle Corporation. All trade names areused without the guarantee for their free use and are possibly registered trade marks. OTRS AG essentially followsthe notations of the manufacturers. Other products mentioned in this manual may be trademarks of the respectivemanufacturer.

PrefaceThe document at hand describes the installation and administration of the OTRS appliance.The OTRS appliance can be downloaded as an ISO image and provides a quick and easy wayto set up an OTRS system, including all necessary components (operating system, database,webserver, etc.)This guide describes the installation and administration of the OTRS appliance based onthe virtualization software "Oracle VM VirtualBox". The appliance can also be used withvirtualization software solutions provided by other vendors, or it can be installed on nativehardware. To do so, the downloaded ISO file needs to be burned on a CD-ROM.We welcome your feedback as a critical contribution to the best possible quality of thefollowing chapters and of the product itself. Please tell us if you miss information, find itdifficult to understand certain aspects or the way they are presented, have suggestions orany other comments. Any feedback submitted at http://otrs.com is highly appreciated.OTRS AG((enjoy))

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Chapter1. Downloading required software

1. OTRS ApplianceFirst you need to download the latest version of the OTRS appliance:http://ftp.otrs.org/pub/otrs/The required ISO file has the following name scheme:otrs-3.3.0.beta4-appliance-1.0.0.beta1.iso

2. Oracle VM VirtualBoxThis guide describes the installation based on the virtualization software "Oracle VMVirtualBox" which you need to install first.If you did not do this until now, you can download the software here for free: https://www.virtualbox.org/

3. Installation on native hardware

You can install the OTRS appliance on native hardware too. You need to download the ISOfile, burn it to a CD-ROM, and boot your system from CD.

Chapter2. Creating a new virtual machine

1. Name and operation systemOpen your "Oracle VM VirtalBox" software and click on the "New" icon. Enter a name for thenew machine, e.g. "OTRS Appliance" and select "Linux" as type and "Linux 2.6" as version.Then click on "Continue".

2. Memory sizeSelect the memory size for the virtual machine, recommended are at least 2048 MB.

4. Hard drive file type

Select the type of the new virtual hard drive as "VDI (VirtualBox Disk Image)" and click on"Continue".

5. Storage on physical hard drive

Select "Dynamically allocated" for "Storage on physical hard drive" and click on "Continue".

6. File location and size

Select a filename like "OTRS Appliance" and choose a size of at least 40 GB. Then click on"Create".

7. NetworkThe new virtual machine has been created now and can be found in the list of virtual machinesin the left sidebar. Now click on the newly created machine, and then click on the "Settings"icon in the top menu bar. Then click on "Network" and then on "Adapter 1". Choose "BridgedAdapter" for "Attached to". This enables your OTRS system to be reached from the networkfor incoming connections.

8. StorageClick on the "Storage" icon and on the CD symbol close to "Controller: IDE". Then click onthe small CD symbol in the "Attributes" section, and the select "Choose a virtual CD/DVDdisk file...". Select the previously downloaded OTRS appliance ISO file and click on "Ok". Thesetup of the new virtual machine is now completed.

Chapter3. Installation of the OTRS appliance

software1. Starting the virtual machineStart the virtual machine by clicking on "Start". The machine will boot up and shows an infoscreen. After the few seconds the boot process will continue.

2. Language selectionSelect a language. You can choose between English and German.

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3. Harddisk selectionSelect the suggested hard disk and confirm with the "Enter" key.

5. Timezone selectionSelect the desired time zone and confirm with the "Enter" key.

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6. Password selectionSelect a system password for your OTRS appliance. The password must contain at least 8characters. After the password has been entered, it has to be confirmed again in a secondstep.

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7. Network interface selection

Select the suggested network interface "eth0 unconfigured" and confirm with the "Enter" key.

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8. Network interface mode

Select a mode for the network interface, e.g. DHCP or configure a static IP address.

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9. Installation completedThe installation is completed now and an information screen will be shown, displayinginformation about the IP address and how to log in to the system.

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10. Remove CD-ROM

In the VirtualBox software, click on the "Settings" icon, then on the "Storage" icon, and afterthat on the small CD icon on the left sidebar, close to "Controller: IDE". Then click on thesmall CD icon on the right side, close to "Attributes", and select "Remove disk from virtualdrive". This step is necessary so that the next time the virtual machine is booting, it will bootfrom the hard disk instead from the CD.

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11. Log inNow open a web browser and type in the IP address which was shown on the informationscreen after completing the installation, the IP address needs to be followed by /otrs/index.pl,e.g. http://192.168.178.23/otrs/index.pl. Use "root@localhost" as user name and "root" aspassword.

The installation is now completed, and you can work with your OTRS system now.

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Chapter4. OTRS Appliance Management

1. Admin area "OTRS Appliance Manager"In order to update the OTRS appliance, or to reboot or shut down the system, there is anadmin area "OTRS Appliance Manager".

In this area you will be notified about available updates for your system, and you can rebootor shut down your system.

2. UpdateThe OTRS Appliance Manager will show you if updates are available for your system. In thiscase an appropriate message will be shown, as well as an update button. After clicking thebutton, the system will be updated automatically.

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3. RebootTo reboot the system just click on the "Reboot" button. The system will not be available fora few minutes during the reboot. Please remove any CD from the CD drive of your systembefore!

4. ShutdownTo shut down the system just click on the "Shutdown" button. Please remove any CD fromthe CD drive of your system before!

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Chapter5. System maintenance

1. Main menuOpen the system maintenance main menu by pressing the F2 key in the information screen.You need to enter your system password here.

In the main menu you have the following 8 possibilities: Logout, Configure network,Shutdown, Open Shell, Set system password, Configure time zone, Change system language,Create backup.

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2. LogoutTo exit from the system maintenance main menu you need to choose "Logout" and confirmwith "Ok".